SetPoint Medical’s Customer Service Manager will be responsible for establishing and managing the customer service function to ensure seamless support for customers and commercial teams. This role will be instrumental in creating scalable processes, optimizing the customer experience, and driving operational excellence in at SetPoint Medical. Key responsibilities include account initiation in SetPoint's ERP system, supporting contract negotiations, processing purchase orders, and overall driving customer satisfaction while providing a high level of service quality. In a fast-paced start-up environment, this role will need effective communication skills, the ability to excel under pressure, and strong leadership qualities to work collaboratively with commercial, operations, quality assurance and finance teams. 

 This position is in office, Monday - Friday, reporting to company headquarters in Valencia, CA.  

Job Responsibilities: 

• Hire and lead a team of customer service representatives that provides first line of communication with customers, ensuring a positive customer experience through efficient, courteous, prompt service and consistent follow-up for customer inquiries, order processing, and complaint resolution. 
• Develop and implement customer service policies and procedures to ensure consistent high-quality service in contracting, processing orders, tracking shipments and resolving customer issues. 
• Manage customer contracts, including Legal and Accounting review, and customer negotiations for business terms and pricing.
• Support sales team with account onboarding, including resources for Value Analysis Committee, pricing negotiations, contracting and other product information.      
• Partner with Operations team to ensure timely fulfillment of orders.
• Partner with Quality Assurance team on customer complaint resolution based on SetPoint's Customer Feedback and Complaint Management policies, and manage product returns, if needed.
• Develop and monitor key performance indicators to track customer satisfaction, processing efficiency, pricing targets, and other issue resolution rates to identify areas for improvement.
• Actively work to promote team building and morale within the organization.
• Maintain company standards involving ethical and moral character, and always represent the company with the highest professional standards.

Minimum Qualifications: 

• Bachelor's degree in a relevant discipline, with a minimum of 5 years of customer service experience in the medical device industry.
• Proficiency with ERP systems (e.g. NetSuite, QAD) as well as CRM systems (e.g. Salesforce.com).
• Strong background in developing and scaling customer service operations within a regulated industry.
• Excellent organizational skills, attention to detail and flexibility to thrive in a dynamic start-up environment.
• Motivated self-starter who can work independently and collaboratively in a diverse cross-functional team environment.
• Excellent verbal and written communication, presentation, and training skills. 

Preferred Qualifications: 

• Extensive experience with hospital or surgical center interactions. 
• Experience supporting commercialization of implantable medical devices. 

Location: 

This position is located at the company headquarters in Valencia, CA. 

Company Description:

SetPoint Medical is a privately held clinical-stage healthcare company dedicated to treating patients with chronic autoimmune diseases with its neuroimmune modulation platform.

 In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.   

We are proud to be an equal opportunity employer and we value diversity. SetPoint does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.